Blog

7 Key ITSM Use Cases for Machine Learning

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By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.   The world of IT service management (ITSM) is … read more

IT Self-Service Needs Automation to Deliver Real Benefits

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By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.   Just offering up IT self-service technology, or capabilities, … read more

6 Tips for Winning with Self-Service

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By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.   As outlined in my previous blog – “Consumerization … read more

Consumerization Is Changing Corporate IT Support Forever, But What Are You Doing About It?

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  By Stephen Mann, guest blogger from ITSM.tools Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.   Believe it or not, the “consumerization of … read more

Kaleo launches Kaleo for IT to disrupt the mediocre experience of IT Self-Service

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Kaleo Software is excited to announce the availability of Kaleo for IT – allowing IT organizations to finally deliver on the promise of self-service with fast, bite-sized answers that customers will actually use.   Using a unique combination of machine learning algorithms and natural language processing, Kaleo for IT extracts the valuable information locked in … read more

Supporting Business Applications: Not an IT Support Issue Anymore

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How many applications do you use at work? Most days I use twelve, let me list some of them for you:   Email File sharing app Instant messenger app CRM Marketing Automation software Invoicing software Expense reimbursement software HR software Design software Sales software Project collaboration software Content management software   The higher the level … read more

What is “knowledge sharing” anyway? An explanation for business executives.

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What is knowledge sharing, and why is it important for executives to encourage it? This is an explanation that every executive in charge of delivering results should read. At its core, knowledge is an understanding of cause and effect. Having knowledge about something allows us to describe it, affect it, and better predict situations. Without … read more

Change Events: Why We Need To Rethink Technology

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J. Paul Getty said, “In times of rapid change, experience could be your worst enemy.” At the intersection of business and technology, evolution happens in the blink of an eye. These days, it’s not enough to simply pivot when meeting a major change event — you need to be able to adapt quickly and with … read more

5 Reasons You Shouldn’t Forget About ERP Post Go-Live Support

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If you’ve ever been part of an ERP implementation or upgrade, you know that one of the most difficult challenges is change management of your people. One of the major reasons so many ERP implementations fail to realize their potential is because deployment teams have the tendency to get caught up in the implementation and … read more

Top 10 Reasons You Need Kaleo with SharePoint

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If your organization uses SharePoint, chances are you’re not getting the most out of your investment . SharePoint is a powerful platform that allows you to do a lot of things, and if you have already bought into the Microsoft ecosystem of apps, you’re already invested in using it and making it work. The basics … read more